Integration of the SimpleChat omnichannel support platform
Jerusalem, the capital of Israel, is also the largest city in the country. Its municipality provides services to over a million people each year - residents, visitors and tourists. The sheer variety of the services provided is enormous, ranging from standard municipal services to specialized tourist-oriented ones.
The Jerusalem municipal call center employs over 70 representatives, as well as expert civil servants. They address hundreds of thousands of support calls a year, both from services and from visitors - via different communication channels.
The unique SimpleChat platform, developed by Elad, is built on top of the industry-leading Dynamics CRM from Microsoft. The platform enables organizations big and small provide service at any time, and any place, using advanced omnichannel operability. Using SimpleChat, support representatives get a 360-degree view of customer requests, regardless of the platform they arrived from.
The omnichannel principles on which SimpleChat is based were designed to enable people to receive the best level of service through whichever communication medium they choose: website chat, Facebook Messenger, SMS, and soon WhatsApp. Regardless of the service the request was originated from, it arrives in Dynamics CRM.
An advanced chatbot makes information accessible in several languages: Hebrew, English, Arabic and French. Russian will be added soon. The bot makes it easy to receive information on various common topics: payments, appointment bookings, municipal service calls, cultural events and more.
Oversight Views, built into SimpleChat, make it possible to conduct real-time oversight over the level of service provided, pinpoint bottlenecks and optimize the service funnel - using advanced analytics and data-driven insights.